Beacon Hill Staffing Group - Montpelier, VT
posted 19 days ago
Full-time - Mid Level
Montpelier, VT
Administrative and Support Services
About the position
The Incident Manager is responsible for managing incidents effectively and professionally to ensure the restoration of normal service with minimal impact on customer service. This role requires strong problem-solving, analytical, and communication skills, as well as the ability to work independently and as part of a team. The Incident Manager will oversee the incident management process, facilitate communication during high-priority incidents, and collaborate with various stakeholders to improve incident management practices.
Responsibilities
- Ensure effective management of impacting incidents to restore normal service quickly and efficiently.
- Execute the enterprise Incident Management process, managing incident queues and escalating as necessary.
- Facilitate and respond to all major incidents impacting critical business applications and infrastructure services on a 24/7/365 basis.
- Conduct continuous process improvement for the Incident Management Life Cycle and postmortem processes.
- Apply advanced technical knowledge to operate in critical technology areas or customer groups.
- Collaborate with team members to solve complex IT problems.
- Handle incident communications for high-priority incidents and utilize escalation tools for client communication.
- Verify Major Incident notification messages for completeness and correctness.
- Maintain incident logs and process incident reports for upper management review.
- Develop and maintain technical and process documents for the Incident Management Team.
- Participate in Quarterly Disaster recovery exercises as the assigned incident manager.
- Update incident reporting systems with resolution information and liaise with problem management on potential trends.
- Establish relationships within the organization to support critical incidents during high-profile events.
- Manage incidents 24/7 to ensure minimal disruption to service.
Requirements
- Bachelor's degree in computer science, Engineering, Business, or related field or equivalent work experience.
- Entry-level certification(s) in the work field, with potential intermediate-level certifications.
- ITIL Foundations Certification.
- 3-5+ years of relevant experience in incident management or related fields.
- Strong understanding of technology in direct responsibility.
- Strong customer service skills.
- Strong understanding of IT Service Management tools (e.g., Remedy, JIRA, Service Now).
- Strong understanding of event management activities.
Nice-to-haves
- Experience with incident/problem management tool sets.
- Ability to handle and perform in stressful situations.
- Experience in customer relationship management.
Benefits
- Health insurance
- 401k plan
- Paid holidays
- Flexible scheduling
- Professional development opportunities
